Service Desk Technician I
On-siteMexico City, Mexico City, Mexico
Job Summary
Provide Global Excel employees and corporate clients with timely technical assistance for Windows PCs, mobile devices, and peripherals via on-site, phone, or remote support. Investigate user problems, configure and deploy systems, and manage hardware inventory and procurement. Perform desktop installations, maintain technical documentation, and complete move/add/change requests while ensuring accurate logging in the IT Service Desk system. Deliver emergency on-call support on a rotating schedule and monitor SLAs to ensure timely issue resolution. Maintain confidentiality and demonstrate effective prioritization under steady pressure with frequent interruptions.
Required Qualifications
- Degree in technologies with 1 or more years of experience with technical support
- Experience in a relevant IT field for more than 5 years
- Available for on-call duties
- Advanced spoken and written English
Desired Qualifications
- Maintain an excellent knowledge of client computer and its peripherals
- Maintain an excellent knowledge of client computer operating systems
- Maintain an excellent knowledge of core services (Networking, Active Directory, DHCP, DNS, etc)
- Good knowledge of Microsoft System Center
- Good knowledge of incident management principle
- Good Interpersonal and communication (verbal and written) skills
- Good customer service skills
- Like to develop and maintain relationship
- Demonstrated commitment to supporting a team focused environment
- Demonstrate analytical and problem-solving skills
- Passion for learning and sharing of knowledge
- Ability to troubleshoot both hardware and software related issues
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